John Goodman, Author at Contact Center Pipeline

Is AI Falling into the IVR Traps?

Is AI Falling into the IVR Traps?

by John Goodman November 1, 2025August 31, 2026

Attack The Service/Support Points of Pain

Attack The Service/Support Points of Pain

by John Goodman April 1, 2024September 11, 2026

Making Delight Intentional

Coaching and Training, Culture, Customer Experience, People, Strategy

Making Delight Intentional

by John Goodman December 1, 2021September 22, 2026

Examining the Myths and Costs of Agent Disengagement, Part 3

by John Goodman May 1, 2017

Engagement, People

Examining the Myths and Costs of Agent Disengagement, Part 2

by John Goodman March 1, 2017

Engagement, People

Examining the Myths and Costs of Agent Disengagement, Part 1

by John Goodman January 1, 2017

Customer Experience, Strategy

Tigo’s (Bolivia) Service Quality Initiative

by John Goodman November 1, 2016

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